IT Support Engineer
IT Support Engineer
Job Description
We are looking for an experienced OSS IT Support Technician / Service Desk Analyst to provide technical support, troubleshoot incidents, and maintain reliable IT infrastructure and services. The successful candidate will support L1/L2 issues, manage tickets, monitor OSS tools, and ensure incidents are resolved within agreed SLAs.
Key Responsibilities
Provide L1/L2 technical and Service Desk support.
Troubleshoot hardware, software, operating system, and network issues.
Monitor OSS tools and network systems, ensuring SLA compliance.
Log, update, resolve, and escalate incidents through ticketing systems.
Support Windows, Linux, VDI, user accounts, installations, and system updates.
Maintain technical documentation and coordinate with internal teams and vendors.
Identify opportunities to improve support processes and service quality.
Essential Skills
Minimum 3 years of relevant IT Support, Service Desk, or OSS Support experience.
Strong L1/L2 troubleshooting and incident management skills.
Experience with ticketing tools such as ServiceNow or Jira and ITSM processes.
Knowledge of Windows, Linux, networking fundamentals, and DNS.
Understanding of IT infrastructure, monitoring systems, and SLA management.
Excellent communication, problem-solving, and teamwork skills.
Preferred Skills
OSS tools and network monitoring experience, ideally in a telecoms environment.
Knowledge of SCCM, Microsoft Intune, and VDI/virtual desktop environments.
Hands and Eyes support experience.
Basic scripting knowledge.
ITIL or CCNA certification.
French language skills alongside English.
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